Your new company A leading North West housing provider delivering safe, secure, customer-focused services to thousands of residents. You'll be joining a well-established Customer Resolutions team committed to improving customer experience and resolving issues quickly, fairly, and professionally. Your new role You'll step in as a Customer Resolution Specialist, handling Stage 1 and Stage 2 complaints click apply for full job details
May 07, 2026
Seasonal
Your new company A leading North West housing provider delivering safe, secure, customer-focused services to thousands of residents. You'll be joining a well-established Customer Resolutions team committed to improving customer experience and resolving issues quickly, fairly, and professionally. Your new role You'll step in as a Customer Resolution Specialist, handling Stage 1 and Stage 2 complaints click apply for full job details
Job Title: Complaints Officer Type: Temporary Location: Bristol Salary: FTE salary of £30,015 Hours: Full Time BRC are working closely with a leading housing organisation to recruit a Customer Feedback Officer with a focus on Stage 2 complaints. This is a fantastic opportunity to join a customer-focused organisation committed to delivering high-quality housing services and continuous improvement. This role involves managing the end-to-end Stage 2 complaints process, ensuring all customer feedback is handled fairly, efficiently and in line with regulatory requirements. You will act as the key point of contact for customers, stakeholders and external bodies, ensuring a high standard of service and resolution. Duties: Manage and investigate Stage 2 complaints from receipt through to resolution Liaise with customers, providing updates and ensuring they feel heard and supported Work collaboratively with internal teams, contractors and stakeholders to resolve issues Handle enquiries from MPs, Councillors and the Housing Ombudsman Gather evidence and prepare detailed reports on complaint outcomes Identify trends, lessons learned and contribute to service improvements Ensure all cases are handled in line with policies, procedures and regulatory standards Maintain accurate records and ensure GDPR compliance Promote a culture of learning from customer feedback across the organisation Requirements: Experience in complaints handling, ideally within housing or a regulated environment Strong customer service background with experience managing complex cases Excellent communication and interpersonal skills Ability to manage sensitive situations with empathy and professionalism Strong organisational skills and ability to meet deadlines Experience working with data systems and maintaining accurate records Ability to work both independently and collaboratively For more information, please call Meg Smith on (phone number removed) or (phone number removed). To apply, please submit your CV outlining your relevant experience and qualifications. We will be reviewing applications on an ongoing basis until the position is filled.
May 06, 2026
Contractor
Job Title: Complaints Officer Type: Temporary Location: Bristol Salary: FTE salary of £30,015 Hours: Full Time BRC are working closely with a leading housing organisation to recruit a Customer Feedback Officer with a focus on Stage 2 complaints. This is a fantastic opportunity to join a customer-focused organisation committed to delivering high-quality housing services and continuous improvement. This role involves managing the end-to-end Stage 2 complaints process, ensuring all customer feedback is handled fairly, efficiently and in line with regulatory requirements. You will act as the key point of contact for customers, stakeholders and external bodies, ensuring a high standard of service and resolution. Duties: Manage and investigate Stage 2 complaints from receipt through to resolution Liaise with customers, providing updates and ensuring they feel heard and supported Work collaboratively with internal teams, contractors and stakeholders to resolve issues Handle enquiries from MPs, Councillors and the Housing Ombudsman Gather evidence and prepare detailed reports on complaint outcomes Identify trends, lessons learned and contribute to service improvements Ensure all cases are handled in line with policies, procedures and regulatory standards Maintain accurate records and ensure GDPR compliance Promote a culture of learning from customer feedback across the organisation Requirements: Experience in complaints handling, ideally within housing or a regulated environment Strong customer service background with experience managing complex cases Excellent communication and interpersonal skills Ability to manage sensitive situations with empathy and professionalism Strong organisational skills and ability to meet deadlines Experience working with data systems and maintaining accurate records Ability to work both independently and collaboratively For more information, please call Meg Smith on (phone number removed) or (phone number removed). To apply, please submit your CV outlining your relevant experience and qualifications. We will be reviewing applications on an ongoing basis until the position is filled.
We're recruiting an experienced Complaints and Repairs Officer to join a busy Temporary Accommodation and Resettlement service within a London local authority. This role will focus heavily on managing complaints, repairs casework and resident enquiries across temporary accommodation services. You will be responsible for investigating complaints, responding to Ombudsman and Members enquiries, liaising with residents and managing agents, and ensuring repairs and property-related issues are resolved effectively and in line with corporate policies and procedures. The successful candidate will have strong written and verbal communication skills alongside experience within temporary accommodation, housing management, property management, repairs and maintenance, or complaints handling within a local authority or housing setting. The Role - Manage complaints and repairs casework across temporary accommodation services. - Investigate Stage 1 and Stage 2 complaints in line with the council's corporate complaints policy. - Respond to Members enquiries, Ombudsman enquiries and escalated resident concerns within required timescales. - Liaise directly with residents, landlords, managing agents, contractors and internal teams to resolve accommodation and repairs issues. - Draft high-quality written complaint responses, investigation findings and case updates. - Monitor and progress repairs issues within temporary accommodation, ensuring timely resolutions and clear communication with residents. - Investigate disrepair concerns, service failures and property-related complaints across temporary accommodation placements. - Carry out property inspections, tenancy audits and follow-up visits where required. - Work collaboratively with procurement, placement and housing management teams to minimise disruption to residents. - Escalate complex safeguarding, health and safety or property concerns appropriately. - Maintain accurate records, reports and complaint logs on housing management systems. - Monitor trends and recurring issues to support service improvement and better resident outcomes. - Support the wider Temporary Accommodation and Resettlement team with accommodation-related casework when required. - Ensure all work is delivered in line with housing legislation, temporary accommodation policies and information governance requirements. Key Requirements - Experience handling complaints, repairs casework or resident enquiries within a housing or temporary accommodation environment. - Strong background in temporary accommodation, housing management, property management, repairs or maintenance services. - Experience responding to complex complaints, Members enquiries or Ombudsman cases. - Excellent written communication skills with the ability to produce professional and detailed complaint responses. - Strong verbal communication and customer service skills. - Ability to investigate issues thoroughly and manage sensitive conversations with residents professionally and empathetically. - Experience liaising with contractors, landlords, agents and internal departments to resolve repairs and accommodation issues. - Good understanding of housing standards, repairs processes and temporary accommodation challenges. - Ability to manage a busy and varied caseload effectively under pressure. - Strong organisational skills and attention to detail. - Good IT skills and experience updating housing or case management systems. - Understanding of data protection, safeguarding and resident-focused service delivery. What You Need to Do Now If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you are currently satisfied in your role, we welcome calls from Complaints Officers, Repairs Officers, Temporary Accommodation Officers, Housing Officers and Property Management professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in housing recruitment. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
May 06, 2026
Contractor
We're recruiting an experienced Complaints and Repairs Officer to join a busy Temporary Accommodation and Resettlement service within a London local authority. This role will focus heavily on managing complaints, repairs casework and resident enquiries across temporary accommodation services. You will be responsible for investigating complaints, responding to Ombudsman and Members enquiries, liaising with residents and managing agents, and ensuring repairs and property-related issues are resolved effectively and in line with corporate policies and procedures. The successful candidate will have strong written and verbal communication skills alongside experience within temporary accommodation, housing management, property management, repairs and maintenance, or complaints handling within a local authority or housing setting. The Role - Manage complaints and repairs casework across temporary accommodation services. - Investigate Stage 1 and Stage 2 complaints in line with the council's corporate complaints policy. - Respond to Members enquiries, Ombudsman enquiries and escalated resident concerns within required timescales. - Liaise directly with residents, landlords, managing agents, contractors and internal teams to resolve accommodation and repairs issues. - Draft high-quality written complaint responses, investigation findings and case updates. - Monitor and progress repairs issues within temporary accommodation, ensuring timely resolutions and clear communication with residents. - Investigate disrepair concerns, service failures and property-related complaints across temporary accommodation placements. - Carry out property inspections, tenancy audits and follow-up visits where required. - Work collaboratively with procurement, placement and housing management teams to minimise disruption to residents. - Escalate complex safeguarding, health and safety or property concerns appropriately. - Maintain accurate records, reports and complaint logs on housing management systems. - Monitor trends and recurring issues to support service improvement and better resident outcomes. - Support the wider Temporary Accommodation and Resettlement team with accommodation-related casework when required. - Ensure all work is delivered in line with housing legislation, temporary accommodation policies and information governance requirements. Key Requirements - Experience handling complaints, repairs casework or resident enquiries within a housing or temporary accommodation environment. - Strong background in temporary accommodation, housing management, property management, repairs or maintenance services. - Experience responding to complex complaints, Members enquiries or Ombudsman cases. - Excellent written communication skills with the ability to produce professional and detailed complaint responses. - Strong verbal communication and customer service skills. - Ability to investigate issues thoroughly and manage sensitive conversations with residents professionally and empathetically. - Experience liaising with contractors, landlords, agents and internal departments to resolve repairs and accommodation issues. - Good understanding of housing standards, repairs processes and temporary accommodation challenges. - Ability to manage a busy and varied caseload effectively under pressure. - Strong organisational skills and attention to detail. - Good IT skills and experience updating housing or case management systems. - Understanding of data protection, safeguarding and resident-focused service delivery. What You Need to Do Now If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you are currently satisfied in your role, we welcome calls from Complaints Officers, Repairs Officers, Temporary Accommodation Officers, Housing Officers and Property Management professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in housing recruitment. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
We are seeking a dedicated and detail-oriented Customer Care & Complaints Officer to manage Stage 2 complaints, ensuring a thorough, fair, and timely resolution process from start to finish. This is a key role focused on delivering high-quality outcomes while maintaining excellent customer care standards, even in complex or sensitive situations. Duties include; Take ownership of Stage 2 complaints, managing each case from initial review through to final response. Acknowledge complaints promptly and in line with service standards. Maintain accurate, detailed, and compliant records of all complaint cases, ensuring clear audit trails. Conduct thorough investigations, gathering and analysing relevant information to reach balanced decisions. Provide clear, well-reasoned written responses that address all aspects of the complaint. Liaise with internal departments and stakeholders to support effective resolution. Ensure all complaints are handled in accordance with organisational policies, procedures, and regulatory requirements. Identify trends, recurring issues, and opportunities for service improvement. Deliver consistently high levels of customer care, demonstrating empathy, professionalism, and impartiality. Desirable experience- Proven experience in complaint handling, ideally at Stage 2 or escalated level. Strong investigative and analytical skills, with attention to detail. Excellent written and verbal communication skills, with the ability to explain complex issues clearly. Ability to manage a varied caseload and work to deadlines. Confident in maintaining accurate records and using case management systems. A calm, professional approach with the ability to handle sensitive or challenging situations. Commitment to delivering excellent customer service and fair outcomes. This is working on a contract basis within an excellent working environment offiering hybrid working and competitive rates of pay.
May 05, 2026
Seasonal
We are seeking a dedicated and detail-oriented Customer Care & Complaints Officer to manage Stage 2 complaints, ensuring a thorough, fair, and timely resolution process from start to finish. This is a key role focused on delivering high-quality outcomes while maintaining excellent customer care standards, even in complex or sensitive situations. Duties include; Take ownership of Stage 2 complaints, managing each case from initial review through to final response. Acknowledge complaints promptly and in line with service standards. Maintain accurate, detailed, and compliant records of all complaint cases, ensuring clear audit trails. Conduct thorough investigations, gathering and analysing relevant information to reach balanced decisions. Provide clear, well-reasoned written responses that address all aspects of the complaint. Liaise with internal departments and stakeholders to support effective resolution. Ensure all complaints are handled in accordance with organisational policies, procedures, and regulatory requirements. Identify trends, recurring issues, and opportunities for service improvement. Deliver consistently high levels of customer care, demonstrating empathy, professionalism, and impartiality. Desirable experience- Proven experience in complaint handling, ideally at Stage 2 or escalated level. Strong investigative and analytical skills, with attention to detail. Excellent written and verbal communication skills, with the ability to explain complex issues clearly. Ability to manage a varied caseload and work to deadlines. Confident in maintaining accurate records and using case management systems. A calm, professional approach with the ability to handle sensitive or challenging situations. Commitment to delivering excellent customer service and fair outcomes. This is working on a contract basis within an excellent working environment offiering hybrid working and competitive rates of pay.
Client Local Authority in Newham Job Title Leasehold Programme Manager Pay Rate 53,373 per anum Hours 36 Hours a week(Mon-Fri)9AM-5PM Duration 18 Month Fixed Term Contract Location HYBRID WORKING-2-3 Days in Dockside office,newham Description 1. Purpose of the Role To lead the dedicated Leaseholder Engagement Team responsible for delivering the engagement, communications, consultation, and enforcement-support functions of the Council's Flat Entrance Door (FED) Programme of Replacement across approximately 7,267 leasehold properties Key Responsibilities Programme Coordination and Planning Lead the planning and delivery of the FED Programme engagement workstream, ensuring alignment with overall programme milestones Develop and maintain the programme engagement plan, including phased rollout across high-rise, medium-rise, and low-rise stock Coordinate the team's activities to ensure efficient caseload management across 7,267 properties Monitor programme progress and report monthly to the FED Programme Board on KPIs, risks, and issues Team Management and Supervision Line manage three Leasehold Engagement Officers, including recruitment, induction, supervision, and performance management Allocate caseloads and monitor individual officer workloads to ensure equitable distribution and timely delivery Provide coaching, guidance, and support to team members on complex cases and difficult conversations Conduct regular 1:1 supervision meetings and team meetings to maintain communication and morale Section 20 Consultation Management Oversee the Section 20 consultation process, ensuring all statutory requirements and timescales are met Quality-assure all S20 documentation (Notice of Intention, Notice of Estimates, notification of award) before issue Liaise with Legal Services to ensure consultation materials are legally compliant and defensible Manage the processing of leaseholder observations and contractor nominations Escalation and Complex Case Management Act as the escalation point for complex, disputed, or sensitive cases requiring senior decision-making Handle complaints and formal representations from leaseholders or their representatives Liaise with Legal Services on potential FTT challenges and enforcement proceedings Make decisions on self-replacement opt-out applications where compliance with specification is uncertain Enforcement Protocol Oversight Oversee the initiation of the graduated enforcement protocol (Stages 1-4A) for non-participating leaseholders Ensure adequate evidence and documentation is compiled to support enforcement action Coordinate with Legal Services on breach notices, Section 146 notices, and forfeiture proceedings Essential Criteria Substantial experience in leasehold management, housing management, or a related field Proven experience of managing and supervising a team in a high-volume, target-driven environment Strong knowledge of the Landlord and Tenant Act 1985, including Section 20 consultation requirements Experience of managing statutory consultation processes with strict legal timescales Excellent communication skills, both written and verbal, with the ability to explain complex issues clearly Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
May 05, 2026
Contractor
Client Local Authority in Newham Job Title Leasehold Programme Manager Pay Rate 53,373 per anum Hours 36 Hours a week(Mon-Fri)9AM-5PM Duration 18 Month Fixed Term Contract Location HYBRID WORKING-2-3 Days in Dockside office,newham Description 1. Purpose of the Role To lead the dedicated Leaseholder Engagement Team responsible for delivering the engagement, communications, consultation, and enforcement-support functions of the Council's Flat Entrance Door (FED) Programme of Replacement across approximately 7,267 leasehold properties Key Responsibilities Programme Coordination and Planning Lead the planning and delivery of the FED Programme engagement workstream, ensuring alignment with overall programme milestones Develop and maintain the programme engagement plan, including phased rollout across high-rise, medium-rise, and low-rise stock Coordinate the team's activities to ensure efficient caseload management across 7,267 properties Monitor programme progress and report monthly to the FED Programme Board on KPIs, risks, and issues Team Management and Supervision Line manage three Leasehold Engagement Officers, including recruitment, induction, supervision, and performance management Allocate caseloads and monitor individual officer workloads to ensure equitable distribution and timely delivery Provide coaching, guidance, and support to team members on complex cases and difficult conversations Conduct regular 1:1 supervision meetings and team meetings to maintain communication and morale Section 20 Consultation Management Oversee the Section 20 consultation process, ensuring all statutory requirements and timescales are met Quality-assure all S20 documentation (Notice of Intention, Notice of Estimates, notification of award) before issue Liaise with Legal Services to ensure consultation materials are legally compliant and defensible Manage the processing of leaseholder observations and contractor nominations Escalation and Complex Case Management Act as the escalation point for complex, disputed, or sensitive cases requiring senior decision-making Handle complaints and formal representations from leaseholders or their representatives Liaise with Legal Services on potential FTT challenges and enforcement proceedings Make decisions on self-replacement opt-out applications where compliance with specification is uncertain Enforcement Protocol Oversight Oversee the initiation of the graduated enforcement protocol (Stages 1-4A) for non-participating leaseholders Ensure adequate evidence and documentation is compiled to support enforcement action Coordinate with Legal Services on breach notices, Section 146 notices, and forfeiture proceedings Essential Criteria Substantial experience in leasehold management, housing management, or a related field Proven experience of managing and supervising a team in a high-volume, target-driven environment Strong knowledge of the Landlord and Tenant Act 1985, including Section 20 consultation requirements Experience of managing statutory consultation processes with strict legal timescales Excellent communication skills, both written and verbal, with the ability to explain complex issues clearly Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
The Company Our client is a respected public sector organisation dedicated to representing and protecting the wider public interests across a range of essential services. The Role The Policy Officer will support the development of policy through research, analysis, and stakeholder engagement. This is an excellent opportunity for a motivated individual to contribute to high-impact work within a dynamic and purpose-driven environment. Key responsibilities include: Undertake projects, investigations, and research relating to energy and wider consumer issues, with guidance from line management Investigate and follow up on issues arising from consumer complaints, working closely with the Consumer Protection function Analyse qualitative and quantitative data from a variety of sources to produce reports that inform policy development Develop and maintain up-to-date knowledge of consumer policy issues, particularly within relevant sectors Provide accurate and timely data and insights to the energy team, senior management, and wider organisation Assist in the preparation of briefing papers, reports, correspondence, and materials for senior stakeholders, Board members, and external audiences Build and maintain strong working relationships with key internal and external stakeholders Contribute to campaigns that promote organisational policy positions and consumer awareness The Person Essential Criteria: Experience building and maintaining effective relationships with internal and external stakeholders Proven ability to prepare high-quality written materials for a range of audiences, including reports, briefings, and public-facing content Strong IT proficiency, including MS Office, with the ability to present complex data clearly and accessibly Experience managing personal workload effectively in a fast-paced environment with competing priorities Experience working within the public sector, social policy environment, or a research-based role Desirable Criteria: Knowledge or interest in energy policy Experience analysing both qualitative and quantitative data Understanding of policy development processes Package & Benefits Competitive salary (dependent on experience) Hybrid working options To apply for this role, submit your CV via the application form provided. Alternatively, to speak in absolute confidence about this opportunity please contact Zeena Jackson via . Disclaimer If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all. Please note, we are receiving an exceptionally high number of applications at present and will be unable to shortlist candidates who are not meeting the specific requirements for this role. Due to the high volume of applications, we may be unable to provide individual feedback. We thank you in advance for your understanding. This position is subject to an basic criminal record check through AccessNI. A criminal record will not necessarily be a bar to obtaining the position.
May 05, 2026
Full time
The Company Our client is a respected public sector organisation dedicated to representing and protecting the wider public interests across a range of essential services. The Role The Policy Officer will support the development of policy through research, analysis, and stakeholder engagement. This is an excellent opportunity for a motivated individual to contribute to high-impact work within a dynamic and purpose-driven environment. Key responsibilities include: Undertake projects, investigations, and research relating to energy and wider consumer issues, with guidance from line management Investigate and follow up on issues arising from consumer complaints, working closely with the Consumer Protection function Analyse qualitative and quantitative data from a variety of sources to produce reports that inform policy development Develop and maintain up-to-date knowledge of consumer policy issues, particularly within relevant sectors Provide accurate and timely data and insights to the energy team, senior management, and wider organisation Assist in the preparation of briefing papers, reports, correspondence, and materials for senior stakeholders, Board members, and external audiences Build and maintain strong working relationships with key internal and external stakeholders Contribute to campaigns that promote organisational policy positions and consumer awareness The Person Essential Criteria: Experience building and maintaining effective relationships with internal and external stakeholders Proven ability to prepare high-quality written materials for a range of audiences, including reports, briefings, and public-facing content Strong IT proficiency, including MS Office, with the ability to present complex data clearly and accessibly Experience managing personal workload effectively in a fast-paced environment with competing priorities Experience working within the public sector, social policy environment, or a research-based role Desirable Criteria: Knowledge or interest in energy policy Experience analysing both qualitative and quantitative data Understanding of policy development processes Package & Benefits Competitive salary (dependent on experience) Hybrid working options To apply for this role, submit your CV via the application form provided. Alternatively, to speak in absolute confidence about this opportunity please contact Zeena Jackson via . Disclaimer If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all. Please note, we are receiving an exceptionally high number of applications at present and will be unable to shortlist candidates who are not meeting the specific requirements for this role. Due to the high volume of applications, we may be unable to provide individual feedback. We thank you in advance for your understanding. This position is subject to an basic criminal record check through AccessNI. A criminal record will not necessarily be a bar to obtaining the position.
Marks Consulting Partners Limited
Braintree, Essex
Marks Consulting Partners are currently looking for a Customer Experience Specialist to work with one of our Housing Association clients in Essex. What the Job Will Be Doing Managing and resolving Stage 1 complaints, ensuring fair, thorough and compliant investigations Supporting Stage 2 complaint handling and ensuring cases meet Housing Ombudsman Complaint Handling Code standards Investigating complaints, gathering evidence and producing clear, well-structured responses Acting as a key point of contact for residents, providing empathetic and customer-focused support Identifying trends, themes and root causes from complaints to drive service improvement Supporting the organisation with regulatory compliance, including Tenant Satisfaction Measures (TSMs) and complaint reporting Liaising with the Housing Ombudsman, responding to enquiries and implementing recommendations Monitoring complaint performance and contributing to reports for senior management Maintaining accurate records and ensuring compliance with data protection and regulatory requirements Promoting early resolution and continuous improvement across services Supporting the management of complex enquiries, including MP and CEO complaints Working collaboratively with internal teams to improve customer experience and service delivery What You Will Need Experience in a customer-facing role, ideally within social housing or a similar sector Experience handling complaints, including writing formal responses Strong knowledge of complaint handling frameworks and regulatory standards (Housing Ombudsman Code desirable) Excellent communication skills, with the ability to manage sensitive and complex situations Strong analytical and investigative skills, with the ability to identify trends and root causes Ability to manage multiple cases and work independently in a fast-paced environment Strong organisational and IT skills, including experience with CRM or housing systems A proactive and solutions-focused approach with a commitment to delivering excellent customer service
May 05, 2026
Contractor
Marks Consulting Partners are currently looking for a Customer Experience Specialist to work with one of our Housing Association clients in Essex. What the Job Will Be Doing Managing and resolving Stage 1 complaints, ensuring fair, thorough and compliant investigations Supporting Stage 2 complaint handling and ensuring cases meet Housing Ombudsman Complaint Handling Code standards Investigating complaints, gathering evidence and producing clear, well-structured responses Acting as a key point of contact for residents, providing empathetic and customer-focused support Identifying trends, themes and root causes from complaints to drive service improvement Supporting the organisation with regulatory compliance, including Tenant Satisfaction Measures (TSMs) and complaint reporting Liaising with the Housing Ombudsman, responding to enquiries and implementing recommendations Monitoring complaint performance and contributing to reports for senior management Maintaining accurate records and ensuring compliance with data protection and regulatory requirements Promoting early resolution and continuous improvement across services Supporting the management of complex enquiries, including MP and CEO complaints Working collaboratively with internal teams to improve customer experience and service delivery What You Will Need Experience in a customer-facing role, ideally within social housing or a similar sector Experience handling complaints, including writing formal responses Strong knowledge of complaint handling frameworks and regulatory standards (Housing Ombudsman Code desirable) Excellent communication skills, with the ability to manage sensitive and complex situations Strong analytical and investigative skills, with the ability to identify trends and root causes Ability to manage multiple cases and work independently in a fast-paced environment Strong organisational and IT skills, including experience with CRM or housing systems A proactive and solutions-focused approach with a commitment to delivering excellent customer service
Job Title: Housing Liaison Team Leader Location: London Borough of Newham Contract Type: Temporary Rate: 26.13 PAYE hour Are you passionate about housing and eager to make a positive impact in your community? Our client is searching for a dynamic and experienced Housing Liaison Team Leader to spearhead a team dedicated to providing top-notch housing management services in Newham. About the Role: As the Housing Liaison Team Leader, you will lead a team of Housing Liaison Officers and Resident Service Officers, ensuring services are customer-centred and delivered to the highest standard. This is a hands-on leadership role where your efforts will directly enhance the quality of life for residents across the borough. What You'll Be Doing: Lead and Support Your Team: Motivate and manage your team to deliver excellent housing services. Conduct one-on-ones, appraisals, and support staff development. Deliver Excellent Housing Services: Oversee mixed tenure properties, manage tenancy conditions, and ensure regular estate inspections. Tackle Anti-Social Behaviour: Handle ASB cases promptly, working closely with enforcement teams and maintaining accurate case records. Community Engagement: Support community activities and collaborate with internal and external partners to enhance neighbourhood safety. Health, Safety, and Compliance: Ensure your team adheres to health and safety policies and procedures. Escalations and Complaints: Be the first point of contact for complex inquiries, ensuring fair and timely resolutions. What We're Looking For: Proven experience managing a high-performing team. Strong background in housing management and knowledge of housing law. Ability to engage positively with residents, even in challenging situations. Strong organisational skills and sound judgement. Personal Qualities: A genuine commitment to delivering excellent housing services. Flexible, empathetic, and approachable leadership style. If you're ready to take the next step in your career and make a difference in the community, we want to hear from you! Join our client in shaping a brighter future for residents in Newham. Apply today! Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
May 02, 2026
Seasonal
Job Title: Housing Liaison Team Leader Location: London Borough of Newham Contract Type: Temporary Rate: 26.13 PAYE hour Are you passionate about housing and eager to make a positive impact in your community? Our client is searching for a dynamic and experienced Housing Liaison Team Leader to spearhead a team dedicated to providing top-notch housing management services in Newham. About the Role: As the Housing Liaison Team Leader, you will lead a team of Housing Liaison Officers and Resident Service Officers, ensuring services are customer-centred and delivered to the highest standard. This is a hands-on leadership role where your efforts will directly enhance the quality of life for residents across the borough. What You'll Be Doing: Lead and Support Your Team: Motivate and manage your team to deliver excellent housing services. Conduct one-on-ones, appraisals, and support staff development. Deliver Excellent Housing Services: Oversee mixed tenure properties, manage tenancy conditions, and ensure regular estate inspections. Tackle Anti-Social Behaviour: Handle ASB cases promptly, working closely with enforcement teams and maintaining accurate case records. Community Engagement: Support community activities and collaborate with internal and external partners to enhance neighbourhood safety. Health, Safety, and Compliance: Ensure your team adheres to health and safety policies and procedures. Escalations and Complaints: Be the first point of contact for complex inquiries, ensuring fair and timely resolutions. What We're Looking For: Proven experience managing a high-performing team. Strong background in housing management and knowledge of housing law. Ability to engage positively with residents, even in challenging situations. Strong organisational skills and sound judgement. Personal Qualities: A genuine commitment to delivering excellent housing services. Flexible, empathetic, and approachable leadership style. If you're ready to take the next step in your career and make a difference in the community, we want to hear from you! Join our client in shaping a brighter future for residents in Newham. Apply today! Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
As a member of the Parking debt and complaints team, they deliver a timely and effective service for the Parking and Network Management team and the wider council. The post holder will be expected to produce work to a consistently high standard and to use their experience, knowledge and aptitude to the weigh up the evidence in each case, whether is a complaint, a members enquiry or an appeal against a Penalty Charge Notice (PCN) at the warrant stage where Enforcement Agents have been engaged, As well as reconciling and monitoring parking income and Enforcement Agent performance. Such as responding to Statements of Truth (SOT); N244, Liaising with TEC, Local county court Liaising with Enforcement agencies and Breathing Space, DRO. Dealing with the correspondence and stage 1 complaints at the Warrant of Control (WoC) stage. Knowledge of the parking legislation, including CPR 75 Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer
Oct 06, 2025
Contractor
As a member of the Parking debt and complaints team, they deliver a timely and effective service for the Parking and Network Management team and the wider council. The post holder will be expected to produce work to a consistently high standard and to use their experience, knowledge and aptitude to the weigh up the evidence in each case, whether is a complaint, a members enquiry or an appeal against a Penalty Charge Notice (PCN) at the warrant stage where Enforcement Agents have been engaged, As well as reconciling and monitoring parking income and Enforcement Agent performance. Such as responding to Statements of Truth (SOT); N244, Liaising with TEC, Local county court Liaising with Enforcement agencies and Breathing Space, DRO. Dealing with the correspondence and stage 1 complaints at the Warrant of Control (WoC) stage. Knowledge of the parking legislation, including CPR 75 Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer
About the Role: One of my local governmet clients is seeking a highly organised and experienced Complaints Officer to join its Parking Debt and Complaints Team . This role is essential in supporting the council's commitment to delivering a responsive and effective service within Parking Services and Network Management. Key Responsibilities: Responding to complaints, member enquiries, and PCN (Penalty Charge Notice) appeals, particularly at the Warrant of Control stage. Preparing and responding to legal documents such as Statements of Truth (SOT) , N244 applications , and liaising with the Traffic Enforcement Centre (TEC) and County Courts . Managing communications with Enforcement Agents , and addressing issues related to Breathing Space and Debt Relief Orders (DRO) . Monitoring and reconciling parking income and agent performance. Handling Stage 1 complaints and case correspondence efficiently and professionally. Applying relevant parking legislation including Civil Procedure Rules Part 75 (CPR 75) . Requirements: Prior experience in a local authority or parking enforcement setting. Strong understanding of parking legislation and legal recovery processes. Experience working with PCNs, TEC procedures, and court documentation. Excellent written and verbal communication skills. Ability to handle sensitive and complex cases with discretion and accuracy. If interested in this role please send your CV to Lee-Jaun at Coyle Personnel Ltd.
Oct 06, 2025
Seasonal
About the Role: One of my local governmet clients is seeking a highly organised and experienced Complaints Officer to join its Parking Debt and Complaints Team . This role is essential in supporting the council's commitment to delivering a responsive and effective service within Parking Services and Network Management. Key Responsibilities: Responding to complaints, member enquiries, and PCN (Penalty Charge Notice) appeals, particularly at the Warrant of Control stage. Preparing and responding to legal documents such as Statements of Truth (SOT) , N244 applications , and liaising with the Traffic Enforcement Centre (TEC) and County Courts . Managing communications with Enforcement Agents , and addressing issues related to Breathing Space and Debt Relief Orders (DRO) . Monitoring and reconciling parking income and agent performance. Handling Stage 1 complaints and case correspondence efficiently and professionally. Applying relevant parking legislation including Civil Procedure Rules Part 75 (CPR 75) . Requirements: Prior experience in a local authority or parking enforcement setting. Strong understanding of parking legislation and legal recovery processes. Experience working with PCNs, TEC procedures, and court documentation. Excellent written and verbal communication skills. Ability to handle sensitive and complex cases with discretion and accuracy. If interested in this role please send your CV to Lee-Jaun at Coyle Personnel Ltd.
